Customer Insights Manager - #1661390

Business Unit: Brand & MarketingSalary range: £37,600 - £47,000 per annum DOE + red-hot benefitsLocation: Hybrid with occasional travel to a hub Contract type: Permanent

Don’t settle for dull. Live a life more Virgin.Our Team

We have an exciting opportunity for a Customer Experience (CX) Insight Manager to join our Customer Insight Team. This is a fast paced and multifaceted role, where your amazing research and analysis skills and superb storytelling abilities will enable colleagues to understand our Customer Experience and how it needs to evolve to put customer needs and good outcomes at the heart of all our decision making. In this role you will be responsible for delivering and generating analysis and insights that enable our Colleagues to understand our customer experiences and outcomes better, to equip the organisation to help deliver exceptional experiences to our customers. If you are insatiably curious, have a strong track record for designing and delivering robust and clear market insight frameworks, superb influencing skills, attention to detail, and a passion for insight then this role would be perfect for you!

What you'll be doing

• Preparing and delivering regular Insight updates at Enterprise, channel, product and journey levels, that focus on what's most important for customers' experiences and business success, prioritising efforts on those areas that impact customer experience the most.
• Utilising external Customer Experience benchmarking studies and data to hep the business understand our Customer Experience performance in the context of the wider market and learn from best practice.
• Utilising secondary sources of insight to help the business understand broader market trends that are influencing the needs and experiences of our customers.
• Playing a lead role in scoping, planning, and conducting quantitative and qualitative research projects for a wide range of stakeholders across the organisation
• Representing the voice of the customer at relevant business forums to ensure colleagues understand drivers of customer sentiment and that insight is informing customer experience improvement actions planning.
• Building strong, proactive relationships with colleagues that encourage the embedding of customer insight into day-to-day business decision making
• Managing third party suppliers, ensuring optimal value from relationships and alignment of strategic vision to delivery of the research programme, harnessing best practice techniques and methodologies.
• Embracing VMUK’s Values and Behaviours ensuring all tasks are completed to recognised and expected standards.

We need you to have

• Experience in developing and embedding strong consumer insights from continuous voice of the customer data, external benchmarking data and other listening posts
• In-depth understanding of qualitative and quantitative methodologies
• Strong experience in designing, running and delivering primary market research projects
• Experienced in building strategic research plans to meet business objectives
• Strong experience in delivering powerful verbal and written presentations
• Experience in managing relationships with third party research suppliers
• Proven ability to analyse and assess large volumes of complex information using a range of tools
• Customer focused with a proven track record and desire in delivering the best possible customer outcome

It's a bonus if you have but not essential

• Understanding of the FCA’s Consumer Duty and what it means for Virgin Money and our customers, including vulnerable customers

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)​ plus the option to buy more.
• Up to five extra paid well-being days per year​.
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.

And there's no waiting around, you'll enjoy these benefits from day one.

Feeling insatiably curious about this role? If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin MoneyWe’re making great strides towards achieving our ambition of becoming the UK’s best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we’re a workforce to be reckoned with, and we're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer-obsessed and work tirelessly to deliver on our purpose, ‘Making You Happier About Money.’ This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work. Be yourself at Virgin MoneyOur purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team (email address removed)

It’s important to note that there may be occasions where it’s not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants.

Now the legal bitLiving A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.